At Barwood Homes, we aim to provide all our customers with a high standard of customer service and support from the moment they first visit our sales centre, right through to occupation and beyond. If you are unhappy with any aspect of the service provided or quality of your home please contact you dedicated Sales Advisor or Customer Care representative as appropriate, who will respond within 3 working days of receipt.
Depending on the nature of the complaint our Sales Advisor or Customer Care representative may escalate the matter to the Sales Manager or Production Manager for guidance and response. In such circumstances an acknowledgment (written or verbal) will be provided by the Manager within 8 working hours and if necessary, a formal response within 3 working days.
Should our initial response not meet your expectations and you wish to make a formal complaint, please write to the Sales & Marketing Director or Customer Care Director via our department enquiry email addresses which can be found on our website. We will acknowledge your complaint within 8 working hours of receipt and notify you of our response within 7 working days thereafter. Should we be unable to respond to the complaint in accordance with the above, we will notify you in writing, the reason for the delay and the timeframe in which a response will be issued.
In the unlikely event that you remain disappointed with our response you may escalate your complaint to our Managing Director via our Office Manager firstname.lastname@example.org. We will acknowledge your complaint within 3 working days of receipt and notify you of our response within 14 working days thereafter. Should we be unable to respond to the complaint in accordance with the above, we will notify you in writing, the reason for the delay and the timeframe in which a response will be issued.
If, after progressing through our complaints procedure you still remain dissatisfied with Barwood Homes response you may look to refer your complaint for independent resolution under the Consumer Code through your home warranty provider; details of which can be found with your certification documentation or through our Spaciable portal.